Technical Account Manager- Kent Ohio

QualityIP is distinguished as one of the most advanced technology firms in Northeast Ohio. Our core offering entails an IT department service, wherein customers seamlessly integrate our HelpDesk Support, Cloud Services, Onsite Staffing, Virtual CIO, Procurement, and IT Planning teams as extensions of their own organizations. Through collaborative partnerships, we ensure the alignment of optimal-fit technology solutions with individual business objectives.

We are presently looking for an experienced and highly motivated Technical Account Manager (TAM). As a TAM, you will be responsible for managing and enhancing the technical relationship between QualityIP and our clients. You will work closely with them to understand their IT requirements, troubleshoot technical issues, and ensure the successful delivery of our services. You will also work collaboratively with internal technical teams to ensure client satisfaction and optimize service delivery.

Key Duties and Responsibilities

Build and maintain strong relationships with assigned clients.
Understand clients’ business objectives and IT needs.
Act as a trusted advisor to clients, providing technical guidance and recommendations.
Collaborate with clients to develop IT strategies and roadmaps.
Monitor and manage the delivery of MSP services to ensure they meet client expectations.
Identify opportunities for service improvement and optimization.
Investigate and troubleshoot technical issues and incidents reported by clients.
Coordinate with internal technical teams to resolve issues promptly.
Develop and maintain account plans that align with client goals and objectives.
Identify upsell and cross-sell opportunities for additional MSP services.
Keep clients informed about the status of their services, including service level agreements (SLAs) and performance metrics.
Communicate technical information in a clear and understandable manner.
Maintain accurate records of client interactions, issues, and resolutions.
Create and update technical documentation as needed.
Provide clients with training and education on MSP services and best practices.
Provide regular performance reports and recommendations for improvement.
Ensure that contracts and service agreements are up to date and in compliance with client requirements.

Cultural Alignment

As a family-owned enterprise, we emphasize accountability, professionalism, and personal growth. At QualityIP, your input holds significance.

Qualifications and Skills

Bachelor’s degree in a related field (e.g., Information Technology, Computer Science).
Proven experience in a similar role within the IT services or MSP industry.
Strong technical knowledge across various IT domains, including networking, cloud computing, security, and infrastructure.
Excellent communication and interpersonal skills.
Problem-solving and critical-thinking abilities.
Project management skills.
Strong technical trouble shooting skills.
Certifications from Microsoft, VMware, CompTIA, or Cisco strongly desired.
Familiarity with Microsoft cloud-based technologies (Microsoft 365/Azure).
Familiarity with Virtualization technology (VMware/Hyper-V).
Customer-focused with a strong commitment to client satisfaction.
Confidence and professional image.
Ability to work independently and collaboratively with cross-functional teams.

TAMs are integral in ensuring the effective provision of IT services to our clients. Serving as a bridge between QualityIP and our clients, TAMs contribute to building and sustaining robust client relationships, all while ensuring the delivery of top-notch IT services and fulfillment of their technical requirements. To thrive in this position, TAMs need to possess expertise in both technical aspects and client relationship management.

Benefits

Competitive salary, complemented by a year-end bonus tied to productivity.
Medical Mutual Health Insurance featuring HSA.
John Hancock Retirement Account – Simple IRA with a 3% company match.
Flexibility in work schedules.
Paid Time Off (PTO).
Reimbursement for training – 100%

The above declarations are not intended to be an “all inclusive” list of duties and responsibilities of the job described, nor are they intended to be such a listing of the skills and abilities required to do the job. Rather, they are intended only to describe the general nature of the job and are a reasonable representation of its activities.

If you have exceptional organizational skills and draw energy from being part of a high-profile team, we would like to meet you!

Send us your resume

QualityIP is recognized as one of the fastest growing technology companies in the IT support industry. We provide an IT department service where customers use our HelpDesk Support, Cloud Services, Onsite Staffing, Virtual CIO, Procurement, and IT Planning teams as an extension of their organization. We work collaboratively with customers to provide the best fit technology that meets their business objectives.